Lead, support and develop a team of customer and consumer service representatives
Foster a collaborative, positive and results-oriented working environment
Motivate the team and promote engagement with service objectives
Supervise case management, ensuring effective prioritisation, workload distribution and adherence to deadlines
Monitor daily team productivity, KPIs, adherence and SLA compliance
Analyse team performance metrics to identify improvement opportunities and determine operational priorities
Collaborate with the Quality Manager, N2 and Senior Supervisor to improve service quality, productivity and consumer satisfaction
Participate in client meetings and communicate relevant information to the team
Identify training needs and support the organisation of sessions to reinforce knowledge and best practices
Gather team feedback on processes, operational needs and improvement opportunities
Support the preparation and follow-up of reports covering performance, incidents and customer feedback
Ensure compliance with company policies and applicable project regulations
Position:



Team Lead
Location: Barcelona, Spain
Model: 100% On-site
Employment type: full-time
DUTIES AND RESPONSIBILITIES:
Lead, support and develop a team of customer and consumer service representatives
Foster a collaborative, positive and results-oriented working environment
Motivate the team and promote engagement with service objectives
Supervise case management, ensuring effective prioritisation, workload distribution and adherence to deadlines
Monitor daily team productivity, KPIs, adherence and SLA compliance
Analyse team performance metrics to identify improvement opportunities and determine operational priorities
Collaborate with the Quality Manager, N2 and Senior Supervisor to improve service quality, productivity and consumer satisfaction
Participate in client meetings and communicate relevant information to the team
Identify training needs and support the organisation of sessions to reinf

📌 Team Lead (Barcelona)
🏢 The lemon Consulting
📍 Barcelona